Florencia Giudice

Hello team!

Does this announcement mean that when the messaging ticket session ends, it no longer counts toward the agent's capacity?

In our case, after the session ends, the same ticket is escalated to another area. Can it count toward the agent capacity of this last area? Or will that only be possible when "In the future, enhancements will allow you to apply email routing and capacity settings to conversations with ended sessions."?

Thank you in advance for your comments!